HDI's Desktop Support Technician course is designed specifically for IT support professionals who spend much of their day visiting customers with problems at their workstations or home office.

This two-day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer's experiance.

Course Objectives

• Learn IT support best practices and industry standards
• Understand service delivery within the ITIL process framework
• Implement proper change management and configuration management processes
• Apply Root Cause Analysis and Knowledge Management processes
• Implement proper incident management
• Learn key components of Service Level Agreements (SLAs) and operating Level Agreements (OLAs)
• Utilize time management and problem-solving skills
• Identify and diffuse challenging customer behavior

HDI Desktop Support Technician Certification compliments technical certifications such as CompTIA® A+Certification, Microsoft® Certified Desktop Support Technician, Apple® Certified Desktop Support Technician and Certified Lotus® Professional.

 Who Should Attend

Technical support professionals that provide in-person support to internal employees, remote workers, or external customers, and those seeking HDI Desktop Support Tehnician Certification.

Certification

The certification exam is included with the purchase of this course. Instructions on scheduling the exam are provided upon course completion.

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